HOTEL HOTEL Kiosk Closed UPGRADE Me Congragulations Anna you are our lucky winner today Rick How Brands Solve Customers’ Problems on the Road With today's mobile customer experience, customers are becoming more informed and empowered, and they expect immediate brand contact through social media, SMS or mobile chat. The days of waiting for hours to resolve traveling issues are quickly fading. 1. https://www.tune.com/blog/global-mobile-why-2016-is-the-global-tipping-point-for-the-mobile-economy/ 2. http://blogs.forrester.com/kate_leggett/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers?cm_mmc=RSS-_-BT-_-63-_-blog_2629 3. https://www.icmi.com/Resources/Customer-Experience/2016/01/Customer-Service-Trends-in-2015-and-What-They-Mean-for-2016 4. https://www.brandwatch.com/2015/02/marketing-provide-great-customer-service-via-social/ 5. https://www.icmi.com/Resources/Customer-Experience/2016/01/Customer-Service-Trends-in-2015-and-What-They-Mean-for-2016 6. https://www.exacttarget.com/sites/exacttarget/files/deliverables/etmc-2014mobilebehaviorreport.pdf 7. http://www.theharrispoll.com/ 8. http://www.business2community.com/digital-marketing/tips-measuring-roi-digital-marketing-01122743#JGI1j0OlHXKm1t9L.97 SOURCES www.touchcommerce.com I was trying to book a hotel room for my European vacation on the BestHotel mobile app but had some questions. So they offered to chat with me and helped me book a beautiful room in Tuscany! On my way to the hotel from the airport, I got an email from BestHotel regarding my check-in. So I clicked the link in that email and it took me to a chat on their mobile web- site where the rep solved the issue immediately. How cool is that??? My hotel room was not as clean as it should be. I was so annoyed that I tweeted about it, to which the manager responded with a link to chat on their website. 10 minutes later the cleaning service was knocking on my door! I'm so lucky that the winery in Tuscany offers reservations via SMS chat! Did you know that mobile data costs a fortune when you are outside of your country??? SMS chat was cheaper! Early this morning I walked to the pier and tried to book a sightseeing cruise for the afternoon. The kiosk wasn’t open yet, but they had a QR code on their sign. I scanned the QR code and booked the tour after chatting with the booking agent and even got a really good deal :) Wouldn’t you know, I had an accident with my rental car! So I called the rental company. One of the phone options was to start a mobile chat instead of waiting on hold. They not only registered the damage, but sent someone out to pick us up! Coming home! While waiting for my flight in the airport, I saw an airline ad offering seat upgrades. I texted “upgrade” to the number on the ad and chatted with Rick. Now I have a fully-reclining seat and champagne to toast to my adventures abroad! of companies think mobile customer service is a competitive differentiator Create lasting customer relationships with: Make social engagement matter with: 62% of customers want a response on Twitter WITHIN AN HOUR - a number that rises to: if they have a complaint 72% Provide immediate, convenient customer engagement with: of customers would prefer to text customer service 64% Convert shopper interest into real purchases with: OF MEN OF WOMEN 56% 39% Transition your clients to online service with: of customers feel it takes too long to reach a live call agent 75% Transform your media message into a rich, interactive conversation with: According to a Microsoft Advertising research report, DIGITAL ROI outperforms TV, print, radio, and outdoor ROI. If digital is added to these media channels, it enhances their effectiveness TouchCare TouchSocial TouchSMS TouchStore TouchConnect: TouchMedia IVR to digital Online chat adoption among customers has significantly risen in the past few years: Boost conversion rates with: TouchSell 2009 2012 2015 38% 43% 65% have scanned QR codes to gain quick access to information & 53% LET’S SEE HOW ANNA’S VACATION IS INFLUENCED BY THE MOBILE CUSTOMER EXPERIENCE.